Table 1Transition record

client relations managertoservice manager

A client relations manager already meets 52% of what the service manager role asks for. The move turns on 10 required skills not yet in the profile.

From client relations manager

52%

Overlap1

To service manager

35 Skills carried over

10 Required, not held

60.5 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 60.5

This move: 60.5 of 100 · substantial

1 Share of the service manager role’s weighted skill requirement already met by the client relations manager profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 35 skills that carry over, these are the ones fewest other occupations ask for. A service manager role needs them, and most people applying for one will not have them already. This is the part of a client relations manager background worth leading with.

Skill the target role also needs Area

already held communicate with customer service department communication, collaboration and creativity
already held manage customer service management skills
already held perform customers’ needs analysis communication, collaboration and creativity
already held perform customer management assisting and caring
already held relationship marketing business, administration and law
already held analyse customer service surveys information skills

All 35 carried skills, including the 21 the service manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 49 missing skills fall into 8 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 5 required, 8 supplementary

required, not held maintain relationship with customers required
required, not held provide high quality customer service required
required, not held maintain customer service required
required, not held respond to customers' inquiries required
required, not held sell services required

optional, not held deal with pressure from unexpected circumstances optional
optional, not held interview people optional
optional, not held manage workflow processes optional
optional, not held order supplies optional
optional, not held persuade clients with alternatives optional
optional, not held represent the organisation optional
optional, not held use different communication channels optional
optional, not held write work-related reports optional

02 management skills 2 required, 14 supplementary

required, not held develop business plans required
required, not held maintain professional administration required

optional, not held carry out inventory planning optional
optional, not held manage a small-to-medium business optional
optional, not held manage key performance indicators of call centres optional
optional, not held assess employees' capability levels optional
optional, not held coordinate events optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held develop working procedures optional
optional, not held establish daily priorities optional
optional, not held evaluate employees optional
optional, not held evaluate performance of organisational collaborators optional
optional, not held manage profitability optional
optional, not held manage supplies optional
optional, not held plan shifts of employees optional
optional, not held stimulate creative processes optional

03 assisting and caring 1 required, 2 supplementary

required, not held inform customers of activity changes required

optional, not held manage health and safety standards optional
optional, not held oversee quality control optional

04 information and communication technologies (icts) 1 required, 1 supplementary

required, not held information confidentiality required

optional, not held e-commerce systems optional

05 arts and humanities 1 required

required, not held video conferencing tool required

06 information skills 7 supplementary

optional, not held manage membership database optional
optional, not held produce sales reports optional
optional, not held analyse call centre activities optional
optional, not held analyse goal progress optional
optional, not held manage payroll reports optional
optional, not held perform risk analysis optional
optional, not held provide cost benefit analysis reports optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a service manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 35 skills that carry over

Skill Type

already held build business relationships skill
already held communicate with customer service department skill
already held communicate with customers skill
already held contact customers skill
already held corporate social responsibility knowledge
already held create solutions to problems skill
already held customer relationship management knowledge
already held customer service knowledge
already held data protection knowledge
already held develop professional network skill
already held follow company standards skill
already held guarantee customer satisfaction skill
already held handle customer complaints skill
already held identify customer's needs skill
already held manage customer service skill
already held manage staff skill
already held monitor customer service skill
already held perform customer management skill
already held perform customers’ needs analysis skill
already held product comprehension knowledge
already held supervise work skill
already held achieve sales targets skill
already held analyse business processes skill
already held analyse customer service surveys skill
already held business management principles knowledge
already held fix meetings skill
already held implement marketing strategies skill
already held implement sales strategies skill
already held keep records of customer interaction skill
already held make strategic business decisions skill
already held measure customer feedback skill
already held plan marketing campaigns skill
already held relationship marketing knowledge
already held sales strategies knowledge
already held supervise sales activities skill

The 2 learning areas not shown above

Skill to acquire Tier

07 business, administration and law 6 supplementary

optional, not held company policies optional
optional, not held accounting techniques optional
optional, not held advertising techniques optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held employment law optional

08 handling and moving 1 supplementary

optional, not held collect items for laundry service optional

39 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held carry out inventory planning optional
optional, not held collect items for laundry service optional
optional, not held company policies optional
optional, not held deal with pressure from unexpected circumstances optional
optional, not held e-commerce systems optional
optional, not held interview people optional
optional, not held manage a small-to-medium business optional
optional, not held manage key performance indicators of call centres optional
optional, not held manage membership database optional
optional, not held produce sales reports optional
optional, not held accounting techniques optional
optional, not held advertising techniques optional
optional, not held analyse call centre activities optional
optional, not held analyse goal progress optional
optional, not held assess employees' capability levels optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held coordinate events optional
optional, not held create a work atmosphere of continuous improvement optional
optional, not held develop working procedures optional
optional, not held employment law optional
optional, not held establish daily priorities optional
optional, not held evaluate employees optional
optional, not held evaluate performance of organisational collaborators optional
optional, not held manage health and safety standards optional
optional, not held manage payroll reports optional
optional, not held manage profitability optional
optional, not held manage supplies optional
optional, not held manage workflow processes optional
optional, not held order supplies optional
optional, not held oversee quality control optional
optional, not held perform risk analysis optional
optional, not held persuade clients with alternatives optional
optional, not held plan shifts of employees optional
optional, not held provide cost benefit analysis reports optional
optional, not held represent the organisation optional
optional, not held stimulate creative processes optional
optional, not held use different communication channels optional
optional, not held write work-related reports optional

25 held skills the service manager role does not ask for

Skill Type

not needed by the target role advise on public relations skill
not needed by the target role analyse business plans skill
not needed by the target role analyse business requirements skill
not needed by the target role analyse consumer buying trends skill
not needed by the target role build trust skill
not needed by the target role business communication knowledge
not needed by the target role collaborate in the development of marketing strategies skill
not needed by the target role collect customer data skill
not needed by the target role communication principles knowledge
not needed by the target role corporate sustainability knowledge
not needed by the target role deliver a sales pitch skill
not needed by the target role identify new business opportunities skill
not needed by the target role knowledge base knowledge
not needed by the target role liaise with managers skill
not needed by the target role manage accounts skill
not needed by the target role manage contracts skill
not needed by the target role maximise sales revenues skill
not needed by the target role perform business analysis skill
not needed by the target role perform market research skill
not needed by the target role plan health and safety procedures skill
not needed by the target role public relations knowledge
not needed by the target role study sales levels of products skill
not needed by the target role supervise the management of an establishment skill
not needed by the target role teach customer service techniques skill
not needed by the target role train employees skill

9 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held information confidentiality required
required, not held video conferencing tool required
optional, not held company policies optional
optional, not held e-commerce systems optional
optional, not held accounting techniques optional
optional, not held advertising techniques optional
optional, not held business analysis optional
optional, not held call quality assurance management optional
optional, not held employment law optional

Index

Other moves recorded from client relations manager

Full index of moves from client relations manager

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.